QSROnline Manuals

Client Download Troubleshooting

Before you download the QSROnline Client program, please go through this checklist to ensure the QSR Client can be downloaded and runs correctly.

Windows is Required

Windows is an operating system for computers. The QSROnline Client program requires Windows and Windows updates. Your computer or tablet must be running Windows to download and run our software. If you are using a Mac, Windows would need to be installed in order to use the QSROnline software. Please reach out to your IT department or research the internet for third party virtualization programs.

Permissions

You need to be able to install new programs and/or applications onto your computer in order to download the QSROnline Client software. If you do not have that level of access on your computer, please reach out to the computer administrator.

Common causes of the QSROnline Client not downloading or running correctly

Anti-virus and Malware Protection - Programs like Windows Defender, AVG Antivirus and Norton Security can block the QSR Client if it is not recognized as a trusted application.

Firewall - Windows Firewall can block inbound network traffic. To allow inbound network traffic to reach your computer, you must create an allow rule to permit that type of network traffic. The URL below has to be allowed to pass through the computer firewall (aka) whitelisted. Otherwise, the download will be blocked and unable to complete.

*.QSRONLINE.COM

If your firewall does not support wildcard entries, use these specific domains:

WWW.QSRONLINE.COM

WWW1.QSRONLINE.COM

WWW2.QSRONLINE.COM

WWW3.QSRONLINE.COM

WWW4.QSRONLINE.COM

WWW5.QSRONLINE.COM

WWW6.QSRONLINE.COM

WWW7.QSRONLINE.COM

WWW8.QSRONLINE.COM

WWW9.QSRONLINE.COM

WWW10.QSRONLINE.COM

The QSROnline.com servers use the following IP address ranges:

199.244.52.190 through 199.244.52.210

Also, 199.244.52.90

Please consult your IT rep for any questions regarding whitelisting.

Internet Connection - You must have a valid internet connection in order to use the QSROnline Client program. If you are experiencing issues with your internet, please contact your internet service provider.

Windows Updates -

The Client may not install correctly when Microsoft Windows updates are pending. This is because the QSROnline Client program uses some of the windows features that may require updating to continue to run properly. The Windows features the QSROnline Client program requires are the .NET Framework, version 2.0 or higher, and Visual C++ Runtime Libraries. .

To check for Windows updates:

Click the Start button > All Programs > Windows Update.

Click Check for updates and then wait while Windows looks for the latest updates for your computer.

If any updates are found, click Install updates

Common Error Messages

“Unable to uninstall C++.” QSR software on your system requires Visual C++ libraries to run. - This is a Windows feature required for QSR to run.

"+ An existing connection was forcibly closed by the remote host" - Disable any antivirus to see if this what is preventing the program from loading.

“The application cannot be started.” The update was unsuccessful. Performing any Windows updates will typically solve the issue. You may need to uninstall the Client and then re-install. In Windows, this normally can be done by going to Control Panel > Programs > Uninstall a program, then go to www.qsronline.com/client to download again.

QSR Freezes or will not fully open or load

Upon login, if the Client appears to be trying to login but continues to spin or freezes, your antivirus might be blocking the program from loading.

Forgot username/password to login. You can use the forgot password link located on the Client login screen or a Company Admin would need to reset.

Other Option(s)

If QSR was previously installed, you can attempt to uninstall and reinstall the program. In Windows, this normally can be done by going to Control Panel > Programs > Uninstall a program > Select QSROnline Client. Once uninstalled, you can reinstall by going to www.qsronline.com/client. Please see our help guide for further instructions on downloading the Client. (http://help.qsronline.com/m/34151/l/334225-installing-the-qsronline-client)

Further support is requested

QSROnline fully supports its product. We do not offer general or technical troubleshooting on devices. Every effort will be made to diagnose the issue once all troubleshooting steps have been followed. If further support is requested due to continued issues or error messages, you can report the error message to QSR. Submit a trouble ticket to support@qsronline.com. Please include all details on the error (ex: what you were doing when you received the error and all of the error message details). If possible please include a screenshot of the error.

For more information on how to take a screenshot please refer to our General Troubleshooting Guide on how to take a screenshot. (http://help.qsronline.com/m/42657/l/340062-general-troubleshooting)